Seglo Phone Complaints Handling Policy
Last updated: 28 July 2026
Provider: SEGLO PTY LTD (ABN 65 694 776 488) ("Seglo", "we", "us", "our")
This Policy sets out how Seglo handles complaints about Seglo Phone. It forms part of the Seglo Phone Terms of Service (clause 17) and applies to every complaint we receive about the Platform or the Telecommunications Service we supply.
We handle complaints in accordance with the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
1. What is a complaint
A complaint is an expression of dissatisfaction made to us about our products, services, staff, or our handling of a complaint, where a response or resolution is expressly or implicitly expected.
The following are not complaints:
- an initial request for information, support or a service change;
- a request for information about a fault, unless the customer has already reported the fault and is dissatisfied with how it has been handled;
- an expression of dissatisfaction that the customer tells us they do not want treated as a complaint.
If you are not sure whether your issue is a complaint, tell us it is one. We will treat it as a complaint.
2. How to make a complaint
You can make a complaint in any of these ways. You do not need to use a particular form of words.
| Channel | Details |
|---|---|
| Phone | 0480 080 030 — Monday to Friday, 9am to 5pm (Sydney time). You will be put through to a person who handles complaints. |
| support@seglo.ai | |
| Online | seglo.ai/contact — tell us it is a complaint |
| In-app | Support → Contact us |
| Post | SEGLO PTY LTD, Level 1, 63-73 Ann Street, Surry Hills NSW 2010 |
If you call outside the hours above, leave your name, number and what the complaint is about, and we will call you back within 2 working days.
If you need help making a complaint, you may authorise a representative — a family member, friend, financial counsellor or legal representative — to act for you. Tell us who they are and we will deal with them. If you need an interpreter, tell us and we will arrange one.
Accessibility. If you have a disability that makes any of the channels above difficult, tell us and we will agree a channel that works for you. You can also reach us through the National Relay Service at accesshub.gov.au.
There is no charge for making a complaint or for us handling it.
3. What we will do, and when
Working day means a weekday that is not a public holiday in New South Wales.
| Stage | What happens | Timeframe |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and give you a reference. | Immediately if you reach us by phone or live chat; otherwise within 2 working days |
| Proposed resolution | We tell you what we propose to do to resolve the complaint, or that we cannot resolve it and why. | Within 10 working days |
| Implementation | Once you accept a proposed resolution, we carry it out. | Within 5 working days |
| Urgent complaints | Resolved in full. | Within 2 working days |
We will try to resolve your complaint on first contact wherever we can.
Delays. If we cannot meet a timeframe, we will contact you before it expires, explain why, give you a new date, and tell you that you may take the complaint to the Telecommunications Industry Ombudsman.
App store review. Where resolving your complaint needs a change to one of our mobile apps, the update has to be reviewed and published by the Apple App Store or Google Play. That review is run by Apple and Google and its timing is outside our control, so implementation can take longer than the timeframe above. We will tell you before the timeframe expires, give you a new date, and keep you updated until it is released.
If we need something from you. If your complaint is delayed because we are waiting on information from you, we will tell you what we need. If we cannot reach you, we will make at least two further attempts before closing the complaint, and we will let you know it has been closed.
4. Urgent complaints
We treat a complaint as urgent if:
- you have applied for, or are receiving, payment assistance under our Payment Assistance Policy, and the complaint concerns that assistance or a related bill;
- your service has been suspended or disconnected, or is at imminent risk of suspension or disconnection, and disconnection would be unreasonable in the circumstances; or
- the complaint concerns a matter that presents a risk to safety.
Urgent complaints are resolved within 2 working days.
5. Escalation
If you are not satisfied with how your complaint is being handled, or with the outcome, you can ask us to escalate it. Say "I want to escalate this complaint" on any channel in section 2, and it will be reviewed by a person who was not involved in the original handling. We will tell you the outcome of that review.
At any point, we will tell you:
- the status of your complaint;
- how to escalate it internally; and
- that you may take it to the Telecommunications Industry Ombudsman.
6. External dispute resolution — the TIO
If your complaint is not resolved to your satisfaction, you can refer it to the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent dispute resolution service for residential and small business customers.
| Phone | 1800 062 058 |
| Online | tio.com.au |
We will tell you about your right to go to the TIO whenever:
- you ask about external dispute resolution options;
- you are dissatisfied with how we have handled your complaint;
- we tell you we cannot resolve your complaint; or
- we miss, or expect to miss, a timeframe in section 3.
We will not discourage you from contacting the TIO.
Privacy complaints are handled under the Seglo Phone Privacy Policy. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.
7. Records
We keep a full record of every complaint — what it was about, when and how it reached us, the communications between us, our internal notes and investigation, what we proposed, the reason for any delay, your agreement, evidence that the resolution was carried out, and any referral to the TIO. Records are retained for at least two years from the date the complaint is closed, and are used to identify and fix recurring problems.
You may ask us for a copy of the record of your own complaint at no charge.
8. Changes to this Policy
We may update this Policy from time to time. The current version is always available at seglo.ai. If we make a material change, we will give reasonable notice.
9. Contact
| Phone | 0480 080 030 |
| support@seglo.ai | |
| Online | seglo.ai/contact |
| Post | SEGLO PTY LTD (ABN 65 694 776 488), Level 1, 63-73 Ann Street, Surry Hills NSW 2010 |